Business Function
Group Technology and Operations (T&O) enables and empowers the bank with an efficient, nimble and resilient infrastructure through a strategic focus on productivity, quality & control, technology, people capability and innovation. In Group T&O, we manage the majority of the Bank's operational processes and inspire to delight our business partners through our multiple banking delivery channels.
In Group Operations, we manage the majority of the Bank’s operational processes and inspire to delight our business partners through multiple banking delivery channels.
Role Overview
- Develop and implement strategies to enhance current training landscape for new hirers
- Foster a culture of continuous learning and development within the Customer Centre
- Regularly review of curriculum to reflect the business needs
- Maintain strong oversight over adherence to Training and People Operations Handbooks
- Stay current with industry trends, best practices, and new technologies to enhance training programs
- Partner with operations leaders to align training with business objectives and performance metrics
- Develop and implement strategies to enhance current hiring strategies to address business needs
- Review and refresh strategies related to Talent Retention within Customer Centre
Responsibilities
- Assess training needs and evaluate program effectiveness, making recommendations for improvement
- Collaborate with subject matter experts to create relevant and up-to-date training content
- Analyze training data and provide insights to drive business decisions
- Responsible for upkeeping the training guides. Conduct regular checks to ensure that all records are kept in accordance with standards set
- Work closely with HR - Talent Acquisition Group, Business HR and Workforce Management Team to manage and align workforce requirements. Ensure timely recruitment for Customer Centre
- Lead and drive project(s) related to Onboarding and Talent Retention
- Constantly improve the way we work and identify opportunities for automation for people engagement process within the Customer Centre
Requirements
- Minimum 5 years’ experience in a Customer Centre environment with at least 3 years of stand-up training experience &/or team management
- Degree in Banking &/or Training & Development with in-depth knowledge of Banking Products & Services preferred
- Able to work independently and in a group, self-motivated team player demonstrating leadership and teamwork where situation requires
- Good planning & organizational skills, ability to work collaboratively with cross-functional teams
- Good interpersonal & communication skills with proficiency in MS office, MS Excel, Word, PowerPoint
Apply now
We offer a competitive salary and benefits package and the professional advantages of a dynamic environment that supports your development and recognises your achievements.
